Nah, you didn't provide bad customer service. I get that same attitude about once a week.

For the record: we charge $3 for a replacement library card and $1 for a computer card (same thing, same number, but can only be used to log onto the public computers and for printing; no check-out).

Heck, just two weeks ago, I informed a patron of the charges. He rolled his eyes, said something to the effect of "well, fuck, what happened to this being a public library?" When I called him on his language (the reference desk sits between the children's area and the main lobby/computer area), he got even more verbally abusive, making threats. Had to ask him to leave, then followed him (and his wife/girlfriend/sister/whomever) out to the parking lot to make sure that he left (and to get his license plate #). He continued to berate all the way out the door, shut up once he got outside, and once they were in their car, they backed out in reverse to the parking lot exit furthest from the library front steps (where I was standing).

So... yeah. We get that kind of thing all the time.

There are fees and fines in place for a reason. If people don't like them (and lots of people don't), I advise them of the next date of the library board meeting where they can voice their concerns. No one ever does.

In the large public library system where I spent my entire long career, the rule was that when your accumulated fines reached $5, your card was frozen until you paid up. Lost cards were a dollar -- and this was 20 years ago! You also couldn't renew your card without paying off all accumulated fines and other charges. We only charged 5 cents/day. And yet we got continual complaints about it from certain types of patrons -- i.e., those who felt entitled, the "I pay your salary!" kind of people. But most patrons knew fines were their own fault and they paid without complaint. And we even had an annual "amnesty" day when overdue or missing books could be turned in without fines.

I moved out of state when I retired and the local library is relatively large for the population and generally well run, and I'm a heavy user. But their rule is, your fines accumulate until you reach $20, and then they're supposed to be paid -- but not really. You can pay a couple bucks, twenty cents, whatever it takes to push the total below the $20 threshold, and then you're good until it runs over again.

This sends entirely the wrong message -- That no one is really expected to be responsible for anything. It also means the library, according to one of the admins with whom I'm acquainted, essentially carries a balance of more than $30,000 in unpaid patron fines -- most of the accounts hovering at just below the $20 mark.

You didn't give bad service, you enforced your library's (reasonable) policy. I tell kids when I give new cards and presentations, most things at the library are free -- if you play by the rules. First card is free, replacements are $2. Borrowing items is free -- if you bring them back on time and in good condition. Does your library require a card for check-out? We will look up patrons with a license a few times while they look for a lost card before we make them pay $2 to replace it -- we'll also add the fee to their account if they don't have the money today. We stop cards from circulating if fees/fines get to $10. I once rode my bike to my library as a teen, and couldn't check out a book because I owed 10 cents. I really had no money, and didn't get my book. I've never forgotten that.

I don't think you were wrong to refuse to make an exception. But this rubs me the wrong way:

She says "I don't have a dollar." and looks at me expectantly. I say "Okay."

Giving a single-word response strikes me as kind of rude. You could have told her that the library is open until X PM and that's she's welcome to come back later, or you could have explained under what circumstances (if there are any) the library will waive the fee, to see if she qualifies. Either of those would have been a better response than "Okay."

Just be glad you're not at an academic library. And I'm not talking about the student. Faculty who don't want to pay a $5 fine. "I've been teaching here for 30 YEARS!!11!"

Dude, no one cares. That also means you've had free access to one of the best library systems in the country, because we don't get money from taxes like public libraries (well, a little teeny tiny bit), but from the students. We're essentially paying you to be able to use the library.

Well, if it's our book, then they can renew as many times as they want, for 17 at a time, until someone else puts a hold on it. Then they do get pissed when they can't renew it, but we remind them that that means one of their colleagues wants to use it also. Usually shuts them up. We also don't charge fines for any of our books unless they just never bring it back. After a month overdue we consider it lost and charge $65 to replace it, essentially barring them from ordering anything else, and making them come it to, at least, renew it. We have sent people to state collections though, and the faculty usually bring the books back pretty quick once they start garnishing their wages.

Come on, they're free, and have unlimited renewals, just play by the rules a little.

BUT, we're also part of OhioLINK, so they can order books from other colleges and universities. Those we charge for if they're late. And we charge out the ass for them, 50 cents/day. Doesn't seem like much, but it adds up fast.

Our response when they complain? Sorry, it's someone else's book, they were nice enough to let you borrow it, you need to pay this. Sooooooo nice to be able to say.

I find that adding an explanation helps, as well as giving options so they don't feel that they're at a dead end. "Yes, the $1 goes towards ordering the replacement cards. I can use your ID to check you out in the meantime if you'd like." (if that's something you're allowed to do) If they insist, then I'd whip out the "I'm sorry, but it's library policy" to show that you don't have control on that but that you sympathize with her.

Our fee is $2 and I don't feel the least bit bad about charging the patrons for the replacement. The first one we give you is free, and we expect you to treat it with care.

We deal with A LOT of entitled personalities that come out from NYC and "summer" in my town. For some reason they feel that because they have the money to come out for weeks at a time, that they should be treated better than others.

While it's not a library, I get the same issue where I work (computer repair dept. at a local office supply store). People think that just asking us how to do a service that we offer, as opposed to us doing for them, should be free and get upset when I tell them that I would have to charge them even for that. Or they get upset when I tell them I'll have to charge them $40 to explain how to hook up a router or something.

We charge $1, too. I've had people get mad at me over everything else, but I don't remember anyone getting mad over the card replacement fee. I think a lot of people expect it to be higher.

Anyway, we will look patrons up 3 times with a valid photo ID before we require them to replace the card or bring their card in*. When someone seems really desperate, we also have the ability to put a charge on the card for a replacement card. When doing this, I ask them to please make sure they pay it the next time they come in.

I think you absolutely have every right to ask people to pay fees and fines like this. I've gotten the blank stare, too, where they expect you to crack and break the rules or say "just kidding!" or something. sigh

*Telling people this has led to some funny reactions. I had one guy respond "Well then, I will just bring in my card every 3rd time I come to the library!" I was like, okay, if you really want to have to keep track of it like that... and deal with that hassle... fine. Haha.

I don't think you provided bad customer service, but something that learned through years of library service is that whenever money is going to be the topic of conversation, it's best to soften the blow by explaining policy & the subject of taxpayer money & stewardship, if necessary.

At the library where I work, the first replacement card is free; after that, it's $1. When I have to break the news to someone that they'll have to pay for a replacement card, I'll go over the previous times they got a replacement (we keep track of that info in their records). Sometimes that helps, sometimes the patron still gets upset. I like to use specific dates to emphasize any previous replacements they've had. It doesn't always work, but sometimes it can avert uncomfortable situations like the one you described. I know your library's policy isn't the same, but the principle of trying to soften the money blow can still be helpful.

The library where I worked previously had no charge for replacements. There were people who came in week after week getting replacements and it drove me crazy.

Then again, some people won't be happy with anything but free everything and no late fees. There's OverDrive for that...

Stick to your guns! She didn't even give you much trouble at all, to be honest! I think you're getting too worked up about this--people are just cheap, that's all, and they'll try to get out of paying for things. That's all it is--don't let them get away with it. If they get a major attitude, then refer them to a supervisor.

Alternately, my library lets people check items out with their ID (driver's license), or will write down their number for them after they show proper identification, so a person without their library card can still use basically everything we offer with legal ID.

The system where I work gives free replacement cards. I appreciate the headaches I get to avoid not having to charge patrons $1 for a new card. But you were correct in enforcing the policy. If you waived the fee for this person, how is that fair to the next person who's charged?

The number one way I use to diffuse situations is actively listening. Sometimes the patron just wants to vent. Perhaps not in this case, but many times.

I've been on the receiving end of this as well. I checked out a book and was charged for damage when I returned it. It was damaged when I checked it out. I thought to myself I'll be a bigger person if I just pay it, but I want to let the staff know so this doesn't happen to someone else. When I tried to explain the situation to the circulation clerk, I got the stock answer about policy. I went from feeling noble to pissed. All I wanted was to be heard, but I got shut down. I ended up writing the public librarian a note saying it was bad when her staff was turning off fellow librarians. Just listening and acknowledge what they are saying. "I know times are tough." It can go a long way.

Then what do we do when they say they don't have their drivers license with them? I think the point is that there are rules and policies in place so that everyone is treated equally, and thus everyone is treated fairly. The library is providing a service, and what is required is a library card. What if I told you that you could read books, watch movies, listen to music, get a human being to assist you with researching your term paper or creating a cover letter or resume for that job you really need to land, and you can bring your kids to participate in some arts and crafts sessions, or you can have access to a community room if you want a place to play board games or host a book club, or you could even come and use the library WIFI and enjoy some delicious A/C during a summer heat wave and all you need is a library card. Oh, you lost yours, ok, you can replace it for just a single dollar bill. What? You don't want to pay $1? Ok, go fuck yourself then.

My library lets people use any sort of photo ID to check out if they don't have their card, and yet people still whine about the replacement fee or having to walk to their car for their driver's license. Some people will complain about anything they can.

I think the problem is the library user's attitude. If they have a bad attitude (ie the kind of people who will complain about a $1 replacement card fee), they'll find something else to bitch about to their friends. I'm happy to look people up from their ID if they've lost or forgotten their card, but it does mean that I'm spending extra time helping that person which is a bit of a waste, especially when there is a queue. If that person is then going to be rude to me about it, that's when I get angry.

I don't agree that we should expect our patrons to be irresponsible. That sounds so patronizing. They are adults (or have adult guardians) and should be treated as such. Just because they use the library doesn't mean they are incapable of being functioning adults.

We allow people to use their driver's license but charge the $1 fee to replace the card. It's not really about the $1, it's more about the fact that without it people would just ask for a new card every time they couldn't find theirs, resulting in more waste of money and cards and confusion when they come in with one of the cards they "lost" and it doesn't work.

I would do it for her once, then explain to her that if she lost it again, she would have to pay the fee. Then I would put a note in her record saying that she had already had a freebie. At my library, there are already so many barriers to people having cards and checking out books. I don't think it's worth losing a patron over $1.

What you did wrong was stare at her like a shootout at the OK Corral. It's confrontational. You need some sort of response which she was probably expecting. Something as simple as, "Yeah, we need to cover the cost of making another card.", or something else as simple as that.